Guest Experience Supervisor

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Guest Experience & Event Operations | Full-Time, Exempt
On-Site | The Line Up at Wai Kai – ?

Ewa Beach, Hawai?i

The Line Up at Wai Kai is seeking an experienced, people-focused Guest Experience Supervisor to support and lead our Guest Experience team across one of West O?ahu’s premier waterfront destinations. This role plays a critical part in ensuring consistent, high-quality guest service across all touchpoints — from reservations and contact center interactions to onsite guest experiences.

Reporting to the Guest Experience Manager, the Supervisor provides daily leadership, operational support, and coaching to Guest Experience Representatives while serving as a subject‑matter expert on all guest offerings, policies, and service standards.

This role is ideal for a hands‑on leader who thrives in guest‑facing environments, enjoys developing teams, and knows how to balance service excellence with operational efficiency.

Lead a front‑line guest experience team at a premier waterfront destination

Play a key role in shaping service standards, team culture, and guest satisfaction

Work in a collaborative environment with cross‑department exposure

Combine leadership responsibilities with hands‑on guest interaction

Be part of a growing destination focused on quality, consistency, and care

Leadership & Team Support

Provide daily coaching, guidance, and support to Guest Experience Representatives

Ensure consistent guest service delivery and address escalated guest concerns

Assist with recruitment, onboarding, and training of new team members

Promote a positive, accountable, and collaborative team culture

Guest Services & Operational Oversight

Serve as a knowledge expert on all guest offerings, including packages, pricing, policies, and promotions

Oversee guest interactions across the Contact Center, Launch Plaza, Launch Boardwalk, and Nalo Kai

Monitor booking processes, reservations, and guest inquiries across service platforms

Step in to support frontline operations as needed, including bookings, reservations, and phone inquiries

Process Improvement & Reporting

Identify opportunities to improve guest experience workflows and operational efficiency

Monitor guest interactions and provide feedback to elevate service standards

Assist with collecting, analyzing, and reporting guest feedback and trends

Work closely with the Guest Experience Manager to align on goals and daily operations

Support events and special activations to ensure seamless guest experiences

Collaborate across departments to maintain consistent service delivery

Maintain clear, timely communication with leadership and team members

Additional Responsibilities

Perform other duties as assigned to support guest experience, event operations and overall business objectives

Strong leadership and supervisory skills with the ability to coach and mentor others

Excellent verbal and written communication skills

Solid understanding of guest experience best practices and service recovery

Proficiency with POS systems, booking platforms, and contact center operations

Strong problem‑solving skills and ability to manage escalations professionally

Highly organized with strong attention to detail

Comfortable working in a fast‑paced, guest‑facing environment

High school diploma or GED required; associate or bachelor’s degree preferred

Minimum two years of customer service experience in a guest‑facing role

Previous supervisory or leadership experience strongly preferred

Experience with ticketing, reservations, or call center operations is a plus

Fluency in oral and written English

Flexible availability required, including nights, weekends, holidays, and special events

Prolonged periods of standing, walking, and engaging with guests

Ability to lift up to 25 pounds as needed

Outdoor work conditions may include varying weather, noise, and exposure to natural elements

If you’re a service‑driven leader who enjoys developing teams, supporting operations, and creating memorable guest experiences within a premier destination, we encourage you to apply.

Apply today and share a bit about your leadership and guest experience background, we look forward to connecting with you.